Forwarding and Replying to Existing Case Messages

Existing messages appear in the Messages section of the Communication subtab on the case record.

You can forward a message from a case record to another recipient. The text and heading of the original message are added below your message. When you forward the message, it isn't saved in NetSuite and it isn't recorded in the case record. Forwarded messages don't have a reply to address.

To reply to existing case messages:

1. Click View for a message to open it in a new window.

   In this message you can manage recipients, read receipts and view attachments.

2. At the top of the form, you can Reply, Reply to All, or Forward a message.

3. Click the Recipients subtab to add recipients to the email.

   You can also add blind carbon copy (BCC) recipients to email sent from a support case record.

   1. Enter an email address in the Email column.

   2. Check the box in the BCC column.

   3. Click Add or OK.

      Replies from BCC recipients are marked Internal Only.

4. Click the Message subtab to read the existing message.

   You can reply to a message on a case record. Your reply is recorded in the message history on the case record.

5. Click the Attachments subtab to add attachments to the email.

6. When you're ready to send your email, click Merge & Send.

Related Topics

• Selecting the From Address for Email Sent From Support Cases
• Viewing HTML Attachments of Email Case Messages
• Responding to Customer Cases

General Notices